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Kenmore via Kafka
Chat Start Time Chat End Time Chat Duration Operator Interaction ID
Sep 07, 2016 22:49:16 GMT Sep 07, 2016 23:23:25 GMT 00:34:09 Mark Johnson INT-va1appin09-1473288490862-34055
Mark Johnson (22:49:18 GMT) : Good Evening! How may I assist you today?
Visitor (22:50:33 GMT) : Regards to order # XXXXXXXXXXX5538 The part the tech ordered last Saturday evening arrived. I need to schedule the installation
Mark Johnson (22:50:56 GMT) : Sure! I will be happy to check on that for you.
Mark Johnson (22:51:04 GMT) : May I have your full name, phone number and your complete service address, please?
Visitor (22:52:55 GMT) : I initially had a tech here in 8/31/16 He diagnosed problem and quoted us $700 I decided to wait 24 hours to see if I could replace the washer only, I could not replace only the washer on our stacked units. I called back Friday to reschedule the repair
Mark Johnson (22:54:00 GMT) : I will help you reschedule the appointment. May I have the above details, please?
Visitor (22:54:06 GMT) : Mark Fitzpatrick/MaryAnn McCarra FItzpatrick 531 Union Ave Peekskill NY 10566 Phone 914-402-5399
Mark Johnson (22:54:50 GMT) : Thanks for the details, Richard. Let me locate your service order and assist you further.
Visitor (22:55:23 GMT) : Actually my name is Mark also.
Mark Johnson (22:59:00 GMT) : Great! Mark.
Mark Johnson (22:59:35 GMT) : I see the appointment for your washer is scheduled for 09/15/2016 from 10:00 AM to 2:00 PM.
Visitor (22:59:46 GMT) : I actually had a tech here Saturday as well, and I expected the machine to be repaired on Saturday. My wife was lead to believe the tech on Saturday would have the part to repair. The tech did not have the part and had to order it. Thus the delay.
Mark Johnson (23:01:02 GMT) : I really wish I could have offered you a sooner date but my apologies, this is the first available date in your area.
Visitor (23:01:06 GMT) : I need the repair much faster than this for these charges. The tech could not give me a definitive answer Saturday and told us to schedule when the part arrived.
Mark Johnson (23:01:36 GMT) : I will add you on a cancellation list and if there is any cancellation by any other member for an early date our routing team will contact you immediately to make the changes.
Visitor (23:03:42 GMT) : Ok I will send this chat string to Sears Corporate. I see you arrive fast enough to collect the consultation fee but are lacking on the follow up repair.
Mark Johnson (23:05:11 GMT) : Sure, I understand the need for a sooner date and I apologize that our technician's are extremely busy in your area.
Visitor (23:06:58 GMT) : Yes but how come they arrive the next day knowing that they will only be here a few minutes. Why wasn't the part ordered last Friday when my wife called. Did you have the tech notes? I am just wondering why I paid these very expensive fees to be left holding on.
Visitor (23:07:28 GMT) : If I bought a new machine for less $$$ than the repair it would have been installed already.
Mark Johnson (23:10:33 GMT) : I see that the parts are ordered by our technician on 09/03/2016. I request you to please wait for the parts.
Visitor (23:10:58 GMT) : The parts arrived today..
Visitor (23:12:13 GMT) : The tech knew the timeline on Saturday when he ordered them. He knew they should arrive today and this could have been scheduled last Saturday by the onsite tech.
Mark Johnson (23:13:18 GMT) : I have added you on a cancellation list our routing team will contact you immediately when they find any early dates to make the changes.
Visitor (23:13:19 GMT) : Besides we called on Friday 9/2/16 and said please proceed with the repair.
Visitor (23:14:26 GMT) : All that happened was another tech arrived Saturday after the appointment window at 6pm to tell us he needs to order parts.
Visitor (23:15:42 GMT) : Should this repair date back to at least Friday 9/2/16 when my wife called. The onsite tech actually told me Saturday the installation should be within 24 hours of arrival.
Mark Johnson (23:16:59 GMT) : I understand your frustration, but my apologies. Since we do not have any appointment dates before 09/15/2016, I am unable to help you.
Visitor (23:17:57 GMT) : Is there someone I can contact with the authority to help me?
Visitor (23:18:23 GMT) : Since you are unable to assist resetting the date.
Mark Johnson (23:19:13 GMT) : I have made a note requesting sooner service, please wait our routing team will contact you once they find any sooner service date.
Mark Johnson (23:21:09 GMT) : You can contact us at our toll free number at: 1-800-4 MY-HOME (1-800-469-4663) between the hours of 7 AM to 10 PM.
Visitor (23:21:49 GMT) : Did your technician also leave notes that this will be a two person job. My washer and dryer are stacked. The price we were given for the repair was $700 by your onsite technician. I assume two techs are on the call.
Visitor (23:22:45 GMT) : I will follow up with Sears to find the correct person to contact regarding this matter.
Mark Johnson (23:22:58 GMT) : Yes, I see the notes requesting two technicians for the repair.
Visitor (23:23:19 GMT) : Thank you have a good evening.